Printer Repair and Service - The Two Stats That Matter Most to Your Business

Every piece of office technology -- from printers and copiers to software to your network -- does you no good unless the technology is working properly.

There are two sides to printer uptime:

1. Prevention

2. Repair

Regarding printer breakdown, as I’ve said before printers and copiers will break down and require repair. That’s just a fact of office live, especially with equipment that combines sophisticated software with hundreds of machine components.

Let’s talk about prevention before getting to the two printer repair stats you need to pay attention to.

Prevention

There are plenty of variables that contribute to printers running smoothly. For this post, I’ll talk about two of the most important.

1. Volume and Printer Capability Matches

When your printer is overused, producing more documents per month than the device was designed to handle, it’s going to be more prone to breakdowns. That’s obvious. Less obvious is that under-used printers can also be prone to breakdowns.

Ideally, your monthly document output matches the capabilities of the printers and copiers you use.

2. Routine Maintenance

Printers need routine maintenance to operate at peak efficiency and minimize the need for repair. Think of your printer like your car, you wouldn’t skip oil changes, never change your air filters or wiper blades, and expect your car to keep running?

Repair

Regardless of how well you maintain your equipment, unless you’re VERY lucky, you’ll need to call someone to repair your printer eventually.

Generally, there are two statistics you should focus on when finding a printer repair partner:

First call resolution

Response time

First-call resolution is copier dealer-speak for fixing your printer in a single visit. There are a lot of behind-the-scenes efforts dealers make – at least, the dealers who focus on making the first call resolution percentage as high as possible. Here are a few:

Well-trained service technicians

A large supply of parts on hand (so they don’t need to be ordered)

Well-managed dispatch system

We are extremely proud of our 85.4% first call resolution rate.*

Response time is the time it takes from when you submit your request for service until a repair person arrives at your office. Our average travel time is 30 minutes -- so from the time you place your request you can expect a knock on your door in 30 minutes.

The faster we arrive and the higher percentage of problems we can resolve in a single visit means more equipment uptime for you.

Both of these metrics are measured from mid-September.

We are extremely proud of these metrics and continually strive to be unduplicated in everything we do. If you’re interested in fast, accurate service; contact one of our printer experts about a maintenance contract with Benchmark,